Important Patient Information

Keeping your contact information up-to-date

It is very important that we have your most up-to-date contact information recorded in our system. This means that if we need to contact you for any reason we will be able to reach you successfully. So if your phone number or address changes please let us know as soon as possible. This can be done through the website using the link below. You can also update your information in person at the practice or by writing to us.

Update my contact information

Confidentiality

Click the arrow for details on our duty to keep your information confidential.

All information that we hold about you is kept confidential and secure, whether it is held electronically or on paper and including all of the information held in your medical record. This information is held solely for the purpose of providing medical care, and it will only be shared with your permission and to aid your health and treatment. All staff, whether permanent or temporary, are required by their contracts (and professional codes of conduct in the case of the clinicians) to maintain confidentiality of all personal data that they may come into contact with during the course of their work. There are also legal requirements placed upon all staff by the Common Law Duty of Confidentiality and the Data Protection Act.

There are limited cases in which we can release personal information without a patient’s permission, including when it is in the public interest or there is a legal requirement to do so. However, these cases will be very rare and where appropriate we would still seek permission before releasing information in such a situation. For further information on the situations in which this could occur, please click here.

For further information on specific data-sharing arrangements, please see below.

Click here to read our confidentiality policy

Communication with the Practice

The Practice aims to ensure that all patients can effectively communicate with us, and can fully engage with and understand the communication they receive from us. This includes patients who may have some form of sensory impairment or disability, and would therefore benefit from alternative methods of communication than those offered as standard.

If you feel this applies to you, please complete our communication questionnaire to ensure that we can provide you with the best service and care. This questionnaire can be picked up from our reception desk, or downloaded here: Communication questionnaire

If you are not able to complete the form, you may request a discussion with a member of staff to record your needs.

Data sharing

Here is some detail on significant NHS data sharing programmes. Please read this information carefully and decide whether or not you are happy for your data to be shared in these ways.

This is a national programme, which allows for certain details from your medical record to be viewable by organisations that may be treating you outside of the practice, e.g. in A&E or an out of hours GP service. You will always be asked for your consent before they can view these details, unless the situation is urgent and you cannot give consent e.g. you are unconscious.

There are two types of SCR:

  1. Core Summary Care Record – this allows for access to current medication, allergies and adverse reactions.

  2. Summary Care Record with additional information. In addition to the information listed above, this will include: significant medical history (past and present); reasons for medication; anticipatory care information (such as information about the management of long-term conditions); communication preferences; end of life care information; immunisations.

You can opt out of the SCR, or specifically request to sign up to either the core SCR or the SCR with additional information. If you do not make a specific request you will be opted in to the core SCR.

For more information, please visit this website: https://digital.nhs.uk/summary-care-records/patients

You can opt out by completing and returning this form to us: SCR opt out form

You can opt in to the programme again by completing and returning this form to us: SCR opt in form

Connecting Care is a local version of the SCR, only available to authorised staff involved in your care within Bristol, North Somerset and South Gloucestershire.

The information viewable through Connecting Care is:

  • The people involved in your care

  • Allergies

  • Medications

  • Recent appointments you have attended

  • Diagnoses

For further information please visit this website: https://www.bristolccg.nhs.uk/about-us/how-we-use-your-information/connecting-care/

You can opt out of Connecting Care by completing this form and returning it to the CCG (as advised on the form: Connecting Care opt out form

You can opt in to Connecting Care again by completing this form and returning it to the CCG (as advised on the form: Connecting Care opt in form

 

We are signed up to various data sharing agreements with local services, such as Community Nursing teams, Physiotherapy services and various healthcare services commissioned by the One Care Consortium. This allows them to view the records of our patients who attend these services. They cannot alter the record in any way and must only access records when clinically appropriate.

 

You can opt out of this service. Unfortunately you cannot opt out of each service individually – you must opt out of all of them or opt in to all of them. Please be aware that opting out of this data sharing may limit your ability to be seen by some of these services – if this is the case you will be advised when trying to book to see these services and can choose to opt in at this time.

 

You can opt out of this service by completing and returning this form to us: Local data sharing opt out form

 

You can opt in to this service again by completing and returning this form: Local data sharing opt in form

These are organisations that commission and support the work we do in providing you with primary healthcare services. We have an agreement with these organisations that allows them to access data from our clinical systems – however the data they access is not patient identifiable, so there is no risk of a breach of confidentiality. This data is used by them to monitor and evaluate the services that they provide/commission/support as well as the general health needs of the local population.

There are instances of data being extracted from our system by other healthcare organisations/administrative bodies for purposes such as monitoring activity, analysis of health needs and service use, and supporting research. This data will most often be anonymised in some form so that no individual can be identified, but there are some instances in which patient-identifiable information may be extracted.

For more detail on extractions such as this, please visit:

http://www.nhs.uk/NHSEngland/thenhs/records/healthrecords/Pages/sharing-your-records.aspx

You can opt out of these extractions by completing an opt out form. For further information on the instances in which an opt out may not apply, please visit:

http://content.digital.nhs.uk/article/7072/Applying-Type-2-Opt-Outs

 

To opt out, complete and return this form to us: Data extraction opt out form

 

To opt in, complete and return this form to us: Data extraction opt in form

How to request a copy of your medical records

Under the Data Protection Act, you have the right to request a copy of the information held about you by any organisation, including the practice. This is known as a Subject Access Request (SAR).

In order to make an SAR, you should submit your request in writing and provide us with a contact name and address. There will be a fee for the provision of your records, which will generally be between £10 and £50, depending on the size of your records. You will be required to attend the practice in person and provide photo ID when collecting the records.

In some circumstances it may be necessary to withhold some of your records. This would only be done in situations where the following applied:

  • Your record contains details of a third party (other than a healthcare professional) – without the consent of the third party, it is not normally permitted to release this information.
  • Information contained in the record about your physical or mental health or condition would be likely to cause serious harm to you or to another person’s physical or mental health or condition.

In these circumstances, we would only redact the specific information that we could not reveal, and the remainder would be released to you.

It is also possible to request a viewing of your medical records rather than a physical copy. This would obviously need to take place at the practice, and a member of staff would be required to be present throughout to ensure that only your record was accessed. Again, we would require photo ID to be provided before we could allow such access.

Your named GP

All registered patients have a named GP. This is the GP who will have overall responsibility for your care whilst at the practice. If you wish to know who your named GP is, please ask at reception. If you have a preference of GP, please let us know and we will endeavour to comply with it.

Please note: this arrangement does not restrict in any way which GP you can see at the practice – you will be able to book appointments with any of our GPs regardless of who your named GP is.

How to feedback on services

We welcome feedback from our patients on the services we offer. You can submit feedback in various ways:

  1. Complete a comment slip and place it in our Suggestions Box in the waiting area.
  2. Complete the Friends and Family Test slips available in the waiting area, and put them in the box provided – this is a standard question being used by NHS services throughout the country to monitor patient satisfaction, which asks whether or not you would recommend the practice to your friends and family. We also randomly text this question to a selection of patients each month following a visit to the surgery – if you supply us with your mobile phone number you may receive such a text, but be assured that there is no obligation to respond.
  3. You can leave a comment on our NHS Choices page.

If you would like to complain, please see the section below.

How to complain

Click the arrow for details of how to make a complaint.

The practice and its staff work hard to provide every patient with a high standard of care, but we acknowledge that there may be times when patients feel that we have not achieved these standards and are dissatisfied with the service they have received. We encourage patients in this position to submit a complaint to us to allow recognition of any areas where improvements could be made and facilitate action to address any problems identified.

If you would like to make a complaint about the practice, please see our complaints policy for details of the process to follow.

 

 

Online services

The practice offers the following online services:

  • Appointment booking and repeat prescription ordering
  • Access to information from the medical record

You will need to register before you will be able to use these services – for details of how to do this please see below.

If you have already registrered for our online services, please click here to login.

Registration process

The majority of patients will be able to register for these services, but there are eligibility criteria that must be met before access will be allowed. Please read the relevant information below before registering for access to online medical information, and remember that our registration process is designed to ensure that we only allow appropriate access to patients’ online medical information.

Click the arrow for further details on the registration process.

General access rules

Most patients will have access to this service, but there are certain reasons that we may not allow access. Please check the following list to confirm that you are eligible to access these services.

Access will routinely be granted to patients aged 14.

We do not generally allow access to anyone else, including parents. If you feel that you should have access, you can arrange an appointment with a GP to discuss this.

Patients aged under 14 will need to discuss access with a GP, to determine that they have the capacity to safely use and control access to this service.

Parents who wish to access this service on behalf of a child will need to discuss this with a GP who will need to agree the following in order to allow access:

  1. The child does not have capacity to manage access to this service themselves, and;
  2. It would be in the child’s best interests to allow access to a named parent.

The same applies to anyone wishing to access this service on behalf of an adult who lacks capacity.

Housebound patients

In cases where a patient cannot get to the practice to register themselves, they may nominate a proxy to register on their behalf by completing the proxy application form – this does not give the proxy the right to access the service themselves.

You will not be allowed to register if:

  • You cannot provide photographic ID, or at least 3 alternative forms of ID.

How to register

  1. Read the relevant patient information included on the application form (see below)
  2. Bring some photo ID to the practice
  3. Complete the application form (either print it from this page or request it from reception) and hand it to reception
  4. Collect registration documents

General access rules

Most patients will have access to this service, but there are certain reasons that we may not allow access. Please check the following list to confirm that you are eligible to access these services.

Patients aged 16 and over can access their online medical record.

We do not generally allow access to anyone else, including parents. If you feel that you should have access, you can arrange an appointment with a GP to discuss this.

Patients aged under 16 will need to discuss access with a GP, to determine that they have the capacity to safely control access to their record.

Parents who wish to access their child’s record will need to discuss this with a GP who will need to agree the following in order to allow access:

  1. The child does not have capacity to manage access to their online record themselves, and;
  2. It would be in the child’s best interests to allow access to a named parent.

The same applies to anyone wishing to access records on behalf of an adult who lacks capacity.

Housebound patients

In cases where a patient cannot get to the practice to register themselves, they may nominate a proxy to register on their behalf by completing the proxy application form – this does not give the proxy the right to access the service themselves.

You will not be allowed to register if:

  • You cannot provide photographic ID, or at least 3 alternative forms of ID.
  • A clinician feels that there is a risk of coercion.

How to register

  1. Read the relevant patient information included on the application form (see below).
  2. Bring some photo ID to the practice.
  3. Complete the application form (either print it from this page or request it from reception) and hand it to reception.
  4. Collect your registration information - at this point you will be able to access your online account. However, you will not be able to see medical information straight away. We will need to review your record to ensure that there is no information contained within it that may cause you harm or distress, and that there is no information relating to a third party which we do not have consent to release.
  5. Once this has been done, we will update your settings to allow you to view your medical information, and will inform you that this has been done. We aim to complete this process within a month of your registration, but it may sometimes take longer.

Research practice

Click the arrow to learn more about our work as a research practice.

We are a research practice affiliated with the Clinical Research Network. This means that we are involved with various NHS-approved medical research projects. Our involvement could range from simply promoting a project by displaying a poster to inviting patients to be involved or even recruiting patients and monitoring them throughout their involvement in a study. All the projects we work on are designed to address important medical questions, with the ultimate aim of improving medical care in the long term.

As a result of our involvement in research, it is possible that at some point we may invite you to take part in a study, either by letter or in person. Please be assured that you are under no obligation to take part. You will be provided with all the necessary information required to make a fully informed choice. If you agree initially and then change your mind, you can simply let us (or the study team) know that you no longer wish to be involved – you only need to be involved for as long as you are happy to do so.

You can find out more about the Clinical Research Network and its work here